Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Ranjeet Tiwari

Nagpur

Summary

Dynamic General Manager with proven success in driving operational excellence in healthcare RCM. Expertise in strategic planning, client relationship management, and continuous improvement initiatives. Committed to enhancing client satisfaction and fostering long-term partnerships.

Overview

19
19
years of professional experience
1
1
Certification

Work History

General Manager :- US Healthcare (RCM)

Hexaware Technology LTD
NAGPUR
12.2022 - Current
  • Directed Healthcare RCM operations, ensuring seamless execution and continuous improvement.
  • Optimized operational processes to enhance client satisfaction and foster long-term relationships.
  • Drove expansion initiatives contributing to overall business development activities.
  • Managed service workloads, ensuring effective resource allocation for projects.
  • Oversaw communication protocols, escalations, risk assessments, and issue resolution processes.
  • Implemented continuous service improvements to boost efficiency and effectiveness.
  • Defined and monitored Operational Level Agreements (OLAs) to ensure compliance with Service Level Agreements (SLAs).
  • Reviewed monthly reports and project performance, designing strategies to improve outcomes.

BPO Senior Manager :- (Payer and Provider)

NTT Data Services
Coimbatore
04.2020 - 11.2022
  • Manage and lead a team of 300+ members with a direct span of control of 3 - 6.
  • Oversee account management and revenue generation activities.
  • Ensure SLA maintenance and quality assurance across operations.
  • Develop and implement strategic planning initiatives.
  • Handle crisis management and problem-solving activities.
  • Collaborate with senior management to align operations with business goals.
  • Monitor and analyze performance metrics to drive improvements.
  • Foster a positive work environment and team culture.

Manager Quality:- Telecom

Tech Mahindra
Ahmedabad
06.2017 - 01.2020
  • Established Quality Matrix for new processes, ensuring thorough client requirement capture.
  • Designed processes to align with client-specific quality standards and compliance.
  • Conducted ongoing reviews for adherence to QSD, certification, and client requirements.
  • Identified improvement areas and led initiatives using DMAIC methodology.
  • Managed PROMPT system updates, ensuring accurate performance ratings against SLA targets.
  • Oversaw service delivery function, maintaining end-to-end ownership of team operations.
  • Monitored training needs, developing tailored programs in collaboration with support groups.
  • Maintained strong client relations, achieving delivery and service quality standards.

Manager Quality :- US Healthcare

American Infotech
New Delhi
01.2016 - 06.2017
  • Managed overall quality functions, ensuring accountability for business unit quality performance.
  • Implemented client quality management framework standards effectively across operations.
  • Established quality improvement programs and metrics for success measurement.

Identified and escalated risks and quality issues, resolving them efficiently.

  • Conducted regular VOC sessions within business unit to assess quality standards and requirements.
  • Collaborated with operational teams to provide feedback on quality, performance, and trends.

Led calibration sessions to validate and ensure reliability of results.

  • Performed regular audits to maintain compliance and resolve disputes.

Assistant Manager :- Online Games

Vertigo Infotech
New Delhi
01.2014 - 04.2015
  • Drove continuous improvement in Transaction Quality and Delivery metrics.
  • Managed Call Quality and client-related KPIs to enhance performance.
  • Evaluated effectiveness of TQ interventions to identify areas for enhancement.
  • Strengthened Quality management processes and frameworks for improved service delivery.
  • Captured SLA/SLO metrics accurately, customizing processes to align with client expectations.
  • Implemented innovative ideas and process improvement initiatives to optimize operations.
  • Ensured compliance with process controls and managed audit requirements effectively.
  • Provided targeted feedback to Front Line Recruitment Teams regarding new hire quality.

Lead Transactional Quality-US Healthcare

IBM Daksh
New Delhi
04.2006 - 11.2013
  • Conducted audits and provided feedback to enhance team performance.
  • Led a team of 9 CQR, driving engagement and productivity.
  • Organized training sessions on floor, including NH and daily training.
  • Facilitated touch point meetings and calibration calls to ensure alignment.
  • Prepared various reports, including calibration, stack data, client SLA, MIS, and financial accuracy reports.
  • Handled escalations and addressed client requests promptly.
  • Executed training needs analysis (TNA) and designed effective training programs.
  • Identified bottom quartile performers and developed management plans for improvement.

Education

MBA - Finance

Pondicherry University
Pondicherry
01-2010

Skills

  • Healthcare operations
  • Revenue cycle management
  • Quality assurance
  • Strategic planning
  • Performance metrics
  • Client relationship management
  • Quality Control
  • Attrition and Shrinkage control
  • SLA Management
  • Team leadership
  • Business development
  • Crisis management

Accomplishments

  • Rising Star at hexaware in 2023
  • Passionate Colonel award in Hexaware in 2024

Certification

  • Lan Six Sigma Black Belt
  • Lean Manufacturing

Timeline

General Manager :- US Healthcare (RCM)

Hexaware Technology LTD
12.2022 - Current

BPO Senior Manager :- (Payer and Provider)

NTT Data Services
04.2020 - 11.2022

Manager Quality:- Telecom

Tech Mahindra
06.2017 - 01.2020

Manager Quality :- US Healthcare

American Infotech
01.2016 - 06.2017

Assistant Manager :- Online Games

Vertigo Infotech
01.2014 - 04.2015

Lead Transactional Quality-US Healthcare

IBM Daksh
04.2006 - 11.2013

MBA - Finance

Pondicherry University
Ranjeet Tiwari